Escalation Officer

Hey, mabuhay!

Thanks for dropping by. We know looking for the right job can feel like being stuck in EDSA traffic, so we’ll keep it moving and get straight to the point.

With over 8 million downloads and a powerful network of thousand of dedicated biker-partners, we are a leading ride-hailing platform operating across the Philippines. Our vision is to end poverty in the Philippines through revolutionary transportation solutions. We aim to provide our customers with convenient, reliable, and safe rides, impacting millions of lives positively every single day.

Now, we're looking for an Escalation Officer. As an Escalation Officer, you'll need to manage high-risk, urgent, and sensitive cases requiring immediate action and cross-functional coordination. The role ensures timely resolution of escalated incidents such as accidents, harassments, safety concerns, claims, and critical customer issues while minimizing operational, financial, and reputational risk.

What you’ll be doing:

Emergency Response:

• Supervise and coordinate the Emergency Response Team (ERT) in managing accidents, incidents, and other urgent situations.
• Ensure that all response protocols are followed accurately and efficiently.
• Provide guidance and support to ERT members during incident handling.
• Maintain records of all incidents, including reports, photos, and communication logs.

Escalation Management:

• Handle escalations from passengers, bikers, and internal teams, ensuring timely resolution.
• Assess incidents to determine severity and necessary actions, escalating to higher management when required.
• Coordinate with relevant departments (Operations, Legal, Insurance, etc.) to address escalated issues.
• Monitor and track escalated cases to ensure follow-ups and closure.

Coordination and Communication:

• Serve as the main point of contact between ERT, passengers, bikers, and external authorities (e.g., police, hospitals).
• Maintain proactive communication with affected parties to provide updates and assistance.
• Ensure proper documentation and reporting of all incidents and escalations.

Team Leadership:

• Train and mentor ERT members on incident response, escalation protocols, and safety procedures.
• Monitor team performance and provide feedback to improve service quality.

At Angkas, we believe in giving our people the trust and flexibility to work in a way that helps them and their teams perform at their best. Whether you’re working onsite, remotely, or in a hybrid setup, we provide the flexibility, you bring the drive.

Let’s get this show on the road!

Benefits:

• Company events
• Flextime
• Free parking
• Health insurance
• Opportunities for promotion
• Staff meals provided
• Work from home

Work Location: In person